Remote Email Chat Support Jobs in Decatur, GA (NOW HIRING)

*This is a permanent remote position. Must be located on Eastern Standard Time. Please note this position would require travel to the Headquarters location (Lansdale, PA) for onboarding and training during the first week.

Please do not apply unless you are located on EST and are able to travel to Headquarters during the first week of employment.*

About Keystone Technologies:

Founded in 1945, Keystone Technologies is a third-generation, family-owned business headquartered in the Greater Philadelphia area. A national leader in the commercial and industrial lighting industry, Keystone reaches customers across the U.S. with its mission of "Light Made Easy."

Who We Are:

We’re not your typical lighting company — and we like it that way. At Keystone, we move fast, think big, and challenge the status quo to deliver on our promise of Light Made Easy®. Our team thrives on new ideas, supports one another, aims high, works hard, and laughs often. And we always put people first — whether that’s our customers, partners, or each other. If you’re passionate about growing, collaborating, and making a difference, you’ll feel right at home here.

Keystone's core values:

• Wow Customers: Every interaction is an opportunity to show how much we care and appreciate all our customers, internal and external, so we create unique experiences that go above and beyond their expectations.

• Grow Passionately: We embrace growth through creativity, curiosity, and an eagerness to learn. Our work isn’t just about achieving more; it’s about evolving personally and professionally, transforming at every opportunity.

• Do Right: It’s not just good ethics to do the right thing; it’s good business. We uphold the highest integrity, and we do the right thing even when it’s hard. Why? Because trust is our most important currency.

• Value People: We come from a range of backgrounds, affiliations, and experiences. We honor everybody’s story and build lifelong relationships, whether with colleagues, customers, or partners, because to reach our fullest potential means empowering people to thrive.

• Challenge Convention: We refuse to blindly accept the status quo. With agility, courage, and tenacity, we continuously improve — asking tough questions, looking beyond surfaces, and not stopping to rest on our accomplishments.

What we offer:

Our benefits include medical, dental, vision, voluntary life insurance, employer-paid group life insurance, short-term disability, a 401k plan with company match, paid time off, and philanthropic opportunities.

The Opportunity:

The Product Development Team creates new products and improves the performance, cost, and quality of existing products to achieve Keystone’s business goals and core values. The Product Support Associate plays an integral role in serving our customers to fulfill our Light Made Easy promise. This position will help bring new and innovative products to the market, while offering technical support.

Your Impact:

• Receiving inbound technical-related phone calls and emails and walking customers through the necessary steps to find a resolution

• Generating supporting documentation for technical product related inquiries

• Assisting in advanced sales support for product related inquiries

• Collaborating with RMA department on warranty claims processing

• Working directly with Product Managers and Engineering to ensure that product data is correct and updated

• Working directly with management to create and maintain timelines with internal and external product team affiliates

What you bring:

• Associate’s degree in engineering, business, or commensurate experience in customer relations, technical support, and or a product development role

• Knowledge of CAD or Architectural drawing software preferred

• Electrical, electronic, or lighting related product knowledge is a plus

• Have effective listening and problem-solving skills

• Strong ability for general deductive reasoning, systematic troubleshooting and understanding of mobile applications and controls

• Knowledge of customer service principles and practices to utilize them for handling customer queries on the phone

• Experience with warranty and complaint processing

• Have a strong work ethic and sense of urgency with ability to take initiative and accomplish goals.

• Have the propensity to understand technical products

• Can manage projects from conception to delivery

• Can maintain exceptional organizational skills and a keen attention to detail

Please note that we do not accept unsolicited resumes from recruiters or employment agencies.